Senior Remote Customer Service Manager – E-Commerce Operations, Team Leadership & Process Optimization at brighthush

About brighthush

brighthush is a fast‑growing direct‑to‑consumer e‑commerce powerhouse that delivers high‑quality products and exceptional customer experiences to millions of shoppers across the United States. With a culture rooted in innovation, data‑driven decision making, and a relentless focus on customer delight, brighthush has rapidly expanded from a niche startup to a leading name in the industry. Our team of 51‑200 talented professionals is united by a shared mission: to create seamless, personalized shopping journeys that keep customers coming back.

As a fully remote, U.S.‑based organization, brighthush empowers its employees to work from anywhere while fostering a collaborative, inclusive, and high‑performance environment. We invest heavily in professional development, cutting‑edge technology, and a culture that celebrates creativity, accountability, and continuous improvement.

Key Responsibilities

As the Remote Customer Service Manager, you will be the linchpin that keeps our customer support engine running smoothly and efficiently. Your role will encompass strategic oversight, tactical execution, and continuous refinement of our support processes. Below is a detailed breakdown of what you’ll be doing day‑to‑day:

• Lead, Train, and Motivate a Remote Team: Build a high‑performing customer service squad by recruiting top talent, designing onboarding programs, and fostering a culture of ownership and continuous learning.
• Manage Multi‑Channel Support Operations: Oversee daily interactions across email, live chat, phone, and social media, ensuring consistent brand voice and rapid response times.
• Optimize Gorgias Workflows and Automations: Leverage Gorgias to its fullest potential—create smart ticket routing, automated responses, and dynamic knowledge base updates that reduce manual effort and improve first‑contact resolution.
• Track and Analyze Team KPIs: Monitor key metrics such as average handle time, ticket volume, CSAT, NPS, and agent utilization. Use data to identify trends, root causes, and opportunities for improvement.
• Handle Escalations and Complex Issues: Act as the final point of escalation for high‑impact customer problems, refunds, disputes, and negative reviews. Resolve issues with empathy, speed, and a focus on long‑term retention.
• Drive Process Improvements: Continuously evaluate support workflows, identify bottlenecks, and implement best practices that enhance efficiency, reduce churn, and elevate customer satisfaction.
• Collaborate with Cross‑Functional Teams: Partner with Product, Marketing, Fulfillment, and Finance to align on customer pain points, feature requests, and service level agreements.
• Champion a Culture of Continuous Improvement: Encourage knowledge sharing, host regular retrospectives, and celebrate wins to keep the team motivated and aligned with brighthush’s values.

Essential Qualifications

• Minimum 5 years of experience in e‑commerce customer service, with a deep understanding of the DTC landscape.
• At least 2 years of hands‑on experience managing Gorgias, including workflow design, automation, and reporting.
• Proven track record of leading and scaling remote customer support teams, ideally in a high‑volume environment.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills—both written and verbal—across multiple channels.
• Demonstrated ability to manage escalations, resolve disputes, and turn negative experiences into positive outcomes.
• Proficiency with Shopify (or equivalent e‑commerce platforms) and a solid grasp of order lifecycle, returns, and refunds.
• Experience with performance management tools, OKR frameworks, and continuous improvement methodologies.

Preferred Qualifications

• Experience in a fast‑paced, rapidly scaling e‑commerce company with 10,000+ daily orders.
• Background in data analytics tools such as Tableau, Looker, or Power BI.
• Knowledge of additional customer support platforms (Zendesk, Freshdesk, Intercom) and how they integrate with Gorgias.
• Experience implementing AI‑driven chatbots or self‑service portals to reduce ticket volume.
• Fluency in multiple languages, enhancing support for a diverse customer base.
• Prior experience in a leadership role within a remote-first organization.

Skills & Competencies

• Leadership & Team Building: Inspire, coach, and develop a distributed team to achieve high engagement and performance.
• Strategic Thinking: Translate business goals into actionable support strategies and measurable outcomes.
• Customer‑Centric Mindset: Put the customer at the center of every decision, ensuring delight and loyalty.
• Problem‑Solving: Diagnose complex issues quickly and devise elegant, scalable solutions.
• Data‑Driven Decision Making: Use metrics and analytics to guide process improvements and resource allocation.
• Adaptability: Thrive in a dynamic environment, pivoting priorities as the business evolves.
• Communication: Articulate ideas clearly to both technical and non‑technical stakeholders.
• Project Management: Lead cross‑functional initiatives, manage timelines, and deliver results on schedule.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our business. As the Remote Customer Service Manager, you’ll:

• Progress to Director of Customer Experience: Lead the entire customer journey, from acquisition to loyalty, and shape brand perception.
• Influence Product Development: Provide frontline insights that drive product enhancements and new feature rollouts.
• Expand Your Skill Set: Gain exposure to advanced analytics, AI integration, and global support operations.
• Mentor Future Leaders: Build a mentorship program that cultivates the next generation of customer service leaders.
• Participate in Strategic Planning: Join executive meetings to align support initiatives with company goals.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and empowerment. As a fully remote organization, we offer:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building events, hackathons, and wellness programs.
• A culture that celebrates experimentation, learning from failure, and celebrating successes.
• Access to cutting‑edge tools and platforms that streamline work and foster collaboration.
• Open communication channels—weekly town halls, Slack communities, and an open‑door policy with leadership.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards for remote customer service leadership roles.
• Performance‑based bonuses tied to team KPIs, customer satisfaction metrics, and business objectives.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to support your long‑term financial goals.
• Unlimited paid time off (PTO) to maintain work‑life balance.
• Professional development stipend for courses, certifications, and conferences.
• Monthly stipend for home office equipment and high‑speed internet.
• Employee stock‑option plan (ESOP) to share in brighthush’s growth and success.

How to Apply

If you’re ready to lead a high‑impact customer service team, drive measurable improvements, and shape the future of e‑commerce support at brighthush, we’d love to hear from you. Submit your resume, a cover letter outlining your relevant experience, and any portfolio or case studies that demonstrate your impact in previous roles.

Join brighthush and become part of a mission‑driven team that values innovation, customer obsession, and personal growth. Your expertise will directly influence how millions of customers experience our brand—making every day both challenging and rewarding.

Ready to take the next step? and help us redefine the e‑commerce customer experience.